本书作为中等职业学校“饭店服务与管理”专业的英语教材之一，是根据上海市中等职业教育课程教材改革办公室颁布的“饭店服务与管理”专业课程标准以及《旅游涉外饭店星级的划分及评定》的国家标准及其对星级饭店的考核要求编写的。全书以饭店的工作岗位为逻辑线索设计课程，分为前厅、客房、餐饮三大部分。每部分由6～7课组成。每一课均以该部分的某一“主要专业岗位工作人员英语”为课题，模拟该岗位工作人员工作环境，以其员工需要使用英语与外宾沟通方能完成工作任务为引领，以员工与宾客进行有效的沟通必须具备的英语听说能力为依据，编写了2～4篇情境对话。教材突出服务工作中必知和应知的常用基础英语的知识内容，注重强化学生英语基本技能，尤其是听、说等技能的综合训练，力求使学生在学习本教材后能初步掌握饭店服务常用英语，从而具备用英语与宾客进行有效沟通，顺利完成宾馆各部门服务工作的职业能力。

Part One Front Office 1

Unit One English for Reservationists 3

Situational Dialog One A Telephone Call Reservation

Situational Dialog Two Sorry, Our Hotel Is Full 5

Situational Dialog Three A Group Reservation 7

Exercises  8

Unit Two English for Receptionists (I) 16

Situational Dialog One A Face-to-Face Reservation 16

Situational Dialog Two Checking in Guest with Reservation 18

Situational Dialog Three Checking in Guest without Reservation 19

Situational Dialog Four Checking in a Group 21

Exercises  22

Unit Three English for Receptionists (II) 30

Situational Dialog One Changing Room 30

Situational Dialog Two Extending Stay 32

Situational Dialog Three Lost and Found 33

Situational Dialog Four Can We Keep the Rooms till Three？  35

Exercises  36

Unit Four English for Bellmen 43

Situational Dialog One Escorting Guest to Room 44

Situational Dialog Two Ticket Booking 45

Situational Dialog Three Scenic Spots in Shanghai 47

Exercises  48

Unit Five English for Information Clerks 56

Situational Dialog One How Can I Get to the Place？  57

Situational Dialog Two Is Mr. Smith in？  58

Situational Dialog Three One-Day Tour Service 59

Situational Dialog Four Posting Letter for Guest 60

Exercises  62

Unit Six English for Cashiers 69

Situational Dialog One At Foreign Exchange Counter 69

Situational Dialog Two Checking Out 71

Situational Dialog Three SOmething Wrong with Bill 72

Exercises 73

Unit Seven English for Operators 81

Situational Dialog One May I Speak to ... 81

Situational Dialog Two My Baggage Is Missing 83

Exercises  84

Part Two Housekeeping 93

Unit one English for Room Attendants ( I ) 95

Situational Dialog One Introducing Room Facilities 96

Situational Dialog Two Chamber Service 97

Situational Dialog Three Can You Do My Room Earlier？  99

Situational Dialog Four Turn Down Service 100

Exercises 101

Unit Two English for Room Attendants (Ⅱ) II 0

Situational Dialog One Time Difference 111

Situational Dialog Two Morning Call Service 112

Situational Dialog Three Group Wake-up Service 113

Situational Dialog Four Baby-Sitting Service 114

Exercises 116

Unit Three English for Room Attendants (Ⅲ) 123

Situational Dialog One Extra Bed 124

Situational Dialog Two One More Blanket, Please 125

Situational Dialog Three Room Service 126

Situational Dialog Four Replenishing Mini-bar 127

Exercises 128

Unit Four English for Floor Attendants ( I ) 136

Situational Dialog One Escorting Guest to Room 137

Situational Dialog Two Can You Bring Me Some Tea？  138

Situational Dialog Three I Locked Myself Out 140

Situational Dialog Four Buying Something for Guest 141

Exercises 143

Unit Five English for Floor Attendants (Ⅱ) 150

Situational Dialog One Damage Problem 151

Situational Dialog Two Complaints of Services and Facilities 152

Situational Dialog Three Souvenir Shop 153

Situational Dialog Four First Aid 154

Exercises 155

Unit Six English for Laundry Clerks 163

Situational Dialog One How to Get Laundry Service ！64

Situational Dialog Two Express Service 165

Situational Dialog Three Here Is Your Gold Coin 166

Exercises 167

Part Three Food and Beverage 177

Unit One English for Hostesses 179

Situational Dialog One A Restaurant Reservation 180

Situational Dialog Two Welcome to Our Restaurant 181

Situational Dialog Three Sorry, the Restaurant Is Full 183

Exercises 185

Unit Two English for Waiters (I) 191

Situational Dialog One Order Taking 192

Situational Dialog Two Chinese Cuisine 194

Situational Dialog Three Western Food 195

Situational Dialog Four Foreign Wines 196

Unit Three English for Waiters (II) 205

Situational Dialog One Chinese Breakfast 206

Situational Dialog Two American Breakfast 207

Situational Dialog Three Room Service 209

Situational Dialog Four Paying with Credit Card 211

Exercises 212

Unit Four English for Wailers (Ⅲ) 222

Situational Dialog One Complaint of Tough Beef 223

Situational Dialog Two Complaint of Stale Food 224

Situational Dialog Three Complaint of Slow Service 225

Situational Dialog Four Something Wrong with the Bill 226

Exercises 227

Unit Five English for Waiters (Ⅳ) 235

Situational Dialog One Birthday Celebration in Chinese Way 236

Situational Dialog Two Serving the Birthday Cake 237

Situational Dialog Three Chinese Customs 238

Exercises 239

Unit Six English for Banquet Waiters 247

Situational Dialog One Chinese Banquet 248

Situational Dialog Two Banquet Menu 249

Situational Dialog Three Way of Paying for Drinks 250

Exercises 251

Unit Seven English for Bartenders 260

Situational Dialog One A Cocktail 260

Situational Dialog Two Chinese Wine 262

Exercises 263

APPENDIX 270